Knowledge Base
Create a help center with articles that customers and AI agents can search.
The GudDesk knowledge base lets you create help articles that serve two purposes: customers can browse them for self-service, and your AI agents use them as their source of truth when answering questions.
Creating Articles
- Navigate to Dashboard > Knowledge Base
- Click New Article
- Write your article using the rich text editor (supports Markdown)
- Assign it to a collection (category)
- Set the status to Published when ready
Article Structure
Good help articles follow a consistent structure:
- Title — Clear, searchable (e.g., "How to Reset Your Password")
- Description — A brief summary shown in search results
- Body — Step-by-step instructions with screenshots when helpful
- Collection — The category this article belongs to
Collections
Collections organize your articles into browsable categories:
- Getting Started — Onboarding guides for new users
- Account & Billing — Password resets, plan changes, invoices
- Features — How to use specific product features
- Troubleshooting — Common issues and fixes
Create collections in Settings > Knowledge Base > Collections.
Public Help Center
Your knowledge base is automatically available as a public help center at:
https://your-domain.com/help
Customers can browse collections, search articles, and find answers without contacting support.
AI Agent Integration
This is where the knowledge base becomes powerful. When a customer asks a question through the chat widget:
- The AI agent searches your knowledge base for relevant articles
- If it finds a match, it summarizes the answer and links to the full article
- If the customer confirms the answer helped, the conversation is auto-resolved
- If not, the agent escalates to a human
The more comprehensive your knowledge base, the more conversations your AI agents can resolve automatically.
Search
The knowledge base includes full-text search powered by PostgreSQL. Articles are indexed by title, description, and body content. Search results are ranked by relevance.
Analytics
Track how your knowledge base performs:
- Article views — Which articles are most popular
- Search queries — What customers are searching for (use this to identify gaps)
- Resolution rate — How often an article view prevents a support conversation
Next Steps
- Set up AI agents to leverage your knowledge base
- Configure the chat widget to show help articles proactively